Pengaruh Kualitas Pelayanan SIAKAD terhadap Kepuasan Mahasiswa pada Fakultas Teknik Sipil dan Perencanaan, Institut Teknologi Nasional (ITN) Malang

Authors

  • Haning Tri Novianti Universitas Islam Malang
  • Yaqub Cikusin Universitas Islam Malang
  • Slamet Muchsin Universitas Islam Malang
  • Dimas Indra Laksmana Institut Teknologi Nasional Malang

DOI:

https://doi.org/10.37329/ganaya.v9i1.5291

Keywords:

Service Quality, SIAKAD, Student Satisfaction

Abstract

The rapid advancement of information technology has encouraged higher education institutions to deliver academic services through effective and responsive digital platforms, particularly Academic Information Systems (SIAKAD). Nevertheless, the presence of such systems does not automatically ensure high levels of student satisfaction, as service quality remains a decisive factor in shaping user experience. This study aims to examine the influence of SIAKAD service quality on student satisfaction at the Faculty of Civil Engineering and Planning, Institut Teknologi Nasional (ITN) Malang. An explanatory quantitative design was employed, involving 71 respondents selected through accidental sampling based on the Slovin formula. Service quality was operationalized using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Student satisfaction was assessed by measuring the alignment between expectations and perceived performance. Data were collected through Likert-scale questionnaires and analyzed using multiple linear regression with IBM SPSS. The findings reveal that, collectively, SIAKAD service quality exerts a significant effect on student satisfaction (F = 83.095; p < 0.001), with a coefficient of determination (R²) of 0.865, indicating a strong explanatory power of the model. Partially, all five dimensions demonstrate positive and significant contributions, with responsiveness emerging as the most influential factor (β = 0.408), followed by empathy (β = 0.336), assurance (β = 0.222), tangibles (β = 0.218), and reliability (β = 0.204). These results underscore that prompt responses, clear academic information, and attentive support play a central role in shaping students’ perceptions of satisfaction. Strengthening service quality and enhancing responsiveness are therefore essential strategies for fostering student satisfaction and reinforcing effective digital governance in higher education institutions.

References

Damayanti, S., Elysia, Y. G., Amanatillah, O., Purba, P., Farida, I., & Prawira, A. (2021). Lingkungan Pendidikan Tinggi. Jurnal Manajerial, 20(1), 43-53.

DeLone, W. H., & McLean, E. R. (1992). Information Systems Success: The Quest for the Dependent Variable. Information Systems Research, 3(1), 60-95.

Efnita, Y., Syaefulloh, S., & Widana, S. (2021). Pengaruh Sistem Informasi Akademik (SIKAD) dan Kualitas Pelayanan Terhadap Kepuasan Mahasiswa Pada Universitas Islam Riau. E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis, 14(2), 72-79.

Faramida, D. (2021). Pengaruh Kualitas Layanan SIAKAD Terhadap Kepuasan Mahasiswa Fakultas Dakwah UIN Ar-Raniry. Jurnal Dakwah dan Komunikasi, 5(2), 113-124.

Irwanda, A. A., Heri, H., & Oemar, F. (2022). Efek Mediasi Kualitas Layanan Pada Pengaruh Kualitas Sistem Dan Kualitas Informasi Terhadap Kepuasan Pengguna Sistem Informasi Akademik Universitas Lancang Kuning. Jurnal Daya Saing, 8(3), 472-483.

Kotler, P., & Keller, K. L. (2016). Marketing Management. London: Pearson Education.

Marthalina, M. (2018). Analisis Kualitas Pelayanan Akademik Dan Kepuasan Mahasiswa Di IPDN Kampus Jakarta. Jurnal MSDM (Manajemen Sumber Daya Manusia), 1-8.

Martin, T. R., Widyawan, T. I., Anwar, N., & Sutanto, I. (2025). Pengembangan Sistem Informasi Akademik Berbasis Web Untuk Efisiensi Penilaian Sekolah. IKRA-ITH Informatika: Jurnal Komputer dan Informatika, 9(1), 134-142.

McLean, E. R. (2003). The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems, 19(4), 9-30.

Mirfani, A. M., Sutarsih, C., & Rosalin, E. (2017). Strategi Dan Hasil Kompetisi Perguruan Tinggi. Jurnal Administrasi Pendidikan, 9(1), 182-197.

Nuryenda, E. Y., Judijanto, L., Fauzi, M. S., Ramadhona, R., & Hendrilia, Y. (2024). Inovasi Dalam Manajemen Pendidikan: Tinjauan Literatur Dan Rekomendasi Untuk Praktik. Ekasakti Jurnal Penelitian dan Pengabdian, 4(1), 190-196.

Parasuraman, A. P., Zeithaml, V., & Berry, L. (1988). SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.

Prasetio, L., Assegaff, S., & Kurniabudi, K. (2025). An Analisis Kepuasan Mahasiswa Terhadap Kualitas Layanan Sistem Informasi Akademik Fuzzy Servqual. Jurnal Manajemen Teknologi Dan Sistem Informasi (JMS), 5(2), 1133-1140.

Rofi’i, M. (2024). Analisis Manfaat dan Tantangan Sistem Informasi Akademik dalam Manajemen Perguruan Tinggi: Pendekatan Systematic Literature Review. IMEJ: Islamic Management and Education Journal, 1(1), 1-13.

Sauddin, A., Nawawi, M. I., & Kumaladewi, Y. (2021). Analisis Kepuasan Mahasiswa terhadap Kualitas Website Sistem Informasi Akademik Universitas Islam Negeri Alauddin Makassar dengan Menggunakan Metode Structural Equation Modeling. Jurnal MSA (Matematika dan Statistika serta Aplikasinya), 9(1).

Septiani, Y., Aribbe, E., & Diansyah, R. (2020). Analisis Kualitas Layanan Sistem Informasi Akademik Universitas Abdurrab Terhadap Kepuasan Pengguna Menggunakan Metode SEVQUAL (Studi Kasus: Mahasiswa Universitas Abdurrab Pekanbaru). Jurnal Teknologi Dan Open Source, 3(1), 131-143.

Santoso, L., & Amanullah, J. (2022). Pengembangan Sistem Informasi Akademik Berbasis Website Menggunakan Metode Rapid Application Development (RAD). Elkom: Jurnal Elektronika dan Komputer, 15(2), 250-259.

Tjiptono, F. (2015). Strategi Pemasaran (Edisi Keempat). Yogyakarta: CV Andi Offset.

Wirtz, J., & Lovelock, C. (2016). Services Marketing. Singapura: World Scientific Publishing Company.

Yulianti, H. D. (2024). Pengaruh Kualitas Layanan Mobile Banking, Fitur Aplikasi, Dan Kemudahan Transaksi Terhadap Kepuasan Nasabah Dalam Menggunakan BSI Mobile Di Jabodetabek. Αγαη, 15(1), 37-48.

Downloads

Published

23-02-2026

How to Cite

Novianti, H. T., Cikusin, Y., Muchsin, S., & Laksmana, D. I. (2026). Pengaruh Kualitas Pelayanan SIAKAD terhadap Kepuasan Mahasiswa pada Fakultas Teknik Sipil dan Perencanaan, Institut Teknologi Nasional (ITN) Malang. Ganaya : Jurnal Ilmu Sosial Dan Humaniora, 9(1), 429–437. https://doi.org/10.37329/ganaya.v9i1.5291

Issue

Vol. 9 No. 1 (2026)

Section

Articles

License

Copyright (c) 2026 Haning Tri Novianti, Yaqub Cikusin, Slamet Muchsin, Dimas Indra Laksmana (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

An author who publishes in the Ganaya : Jurnal Ilmu Sosial dan Humaniora agrees to the following terms:

  • Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal
  • Author is able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book) with the acknowledgement of its initial publication in this journal.
  • Author is  permitted and encouraged to post his/her  work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).

Read more about the Creative Commons Attribution-ShareAlike 4.0 Licence here: https://creativecommons.org/licenses/by-sa/4.0/.